I had 5 SFP orders in which the customers reached out to me through Amazon’s messaging system to request cancellation of the orders before they shipped. I obliged and cancelled them. This resulted in my SFP eligibility being suspended due to my cancellation metric. There were no other cancellations other than the ones requested by my customers. I replied on Friday to the suspension email with screen shots of the cancellation requests along with order numbers. Here is the response I just received from SFP Performance:
We received your information, but your plan is not complete.
Your Seller Fulfilled Prime eligibility was revoked due to your Prime performance during 3/24-3/31 . Our review of your account found that your cancellation rate for your Seller Fulfilled Prime orders is higher than the 0.5% requirement of the program.
Regarding cancellation, a customer can cancel an order up to 30 minutes after placing it with no action required from you. If a customer cancels an order after 30 minutes, direct them to contact Customer Service instead of canceling the order yourself. By doing so, you avoid a negative impact on your cancellation rate.
In order to regain your eligibility, you need to submit a Plan of Action that explains:
- What actions you are taking to remedy the situation?
- What measures are you putting in place to avoid the reoccurrence of this problem?
You can submit your Plan of Action by replying to this email. We look forward to hearing from you.
This seems entirely counterintutive that we now have to direct customers to Amazon customer service in order to cancel an order that we could cancel with the click of a button. It also seems like it will set us up for negative feedback when we force a customer to deal with Amazon customer support instead of just handling the request ourselves. Is this actual Amazon policy or did I possibly get a response from a misinformed SFP Performance employee? Curious to hear some of your thoughts.